Account Resolution Specialist

POSITION PURPOSE

Delivers on University Credit Unions Champion Values to engage in behaviors that create member loyalty. Responsible for contributing to the teams overall success by achieving negotiated personal service and collections activity goals. Responsible for performing collection work functions including early collection, late collection, bankruptcy, recovery, workout, repossession and foreclosure tasks. Activities associated with various delinquent member accounts, including credit cards, lines of credit, secured loans, signature loans, real estate loans, and home equity lines of credit. Reviews delinquent accounts, determines probable reasons for account status, and contacts members to resolve the delinquencies. Utilizes various techniques, as circumstances indicate, to promptly collect on delinquent accounts. Ensures that the Credit Union's and AR departments professional image is maintained.

University Credit Union Core Values are: Courageous & Fearless*Honest & Open*All-In*Make a Difference*Predictive & Prescriptive*Inspire Innovation*Ownership Mindset*Never Stop Learning*Seize an Opportunity

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for the effective and professional performance of collections functions.

• Follows up on delinquent accounts by telephone, personal contact, and correspondence to secure a satisfactory resolution to the repayment problem.
• Discusses possible financial arrangements, informs members of potential legal actions, and suggests financial counseling to arive at suitable payment arrangements.
• Makes effective use of collection tools including daily suspense and delinquent loan activity reports as appropriate.
• Analyzes and makes recommendations for present and future actions to be taken on accounts and communicate with team.
• Utilizes Teams platform to communicate with team. Utilizes Connections platform effectively and efficiently as deemed by management.
• Utilizes effective human relations skills and various forms of influence to present a positive Credit Union image.
• Determines reasons for delinquencies and works toward permanent solutions.
• Minimizes losses by utilizing proactive collection strategy requiring early identification of troubled account and acting without request to assist.
• Performs skip tracing.
• Recommends accounts for repossession and foreclosure. Refers accounts to Senior Account Resolution Specialist for bankruptcy actions. Continues related collection efforts.
• Maintains working knowledge of regulatory compliance related to member services and financial services area to include (but not limited to): BSA reporting requirements, OFAC, USA Patriot ACT, Red Flags, Regulation CC, Regulation D, Regulation E, Truth in Savings, Truth in Lending, Privacy, Soldiers and Sailors etc.

2. Assumes responsibility for the efficient administration of collections activities.

• Documents all collection actions taken, including telephone conversations, alternative financial arrangements, and correspondence on computer.
• Researches loan accounts that appear on late and potentially late records to ensure that Credit Union errors are detected promptly.

3. Assumes responsibility for ensuring that professional business relations are established and maintained with Credit Union members and external contacts.

• Be the member advocate dealing with each member as a unique person with specific needs. Listen to and understand each member prior to formulating resolution to situation.
• Build rapport with each member in every interaction.
• Maintains confidentiality.
• Keeps members informed of Credit Union services and policies. Actively supports UCU core values, mission, and vision statements, and demonstrates commitment to member service and UCU organizational success.

4. Assumes responsibility for establishing and maintaining effective communication and coordination with Credit Union personnel.

• Assists area personnel as needed.
• Keeps management informed of activities, progress toward established objectives, and of any significant problems.
• Attends and participates in meetings as required.

5. Assumes responsibility for related duties as required or assigned.

PERFORMANCE MEASUREMENTS

• Delinquent and problem accounts are closely monitored and reviewed.
• Delinquent accounts are promptly addressed. A delinquency ratio bellow .5% is maintained.
• Professional business relations exist with members. Members are properly assisted with their financial problems and their questions are courteously answered. Utilizes Service Promises in all interactions internally and externally.
• Required reports and records are accurate and timely.

QUALIFICATIONS

• High school graduate or equivalent. Associates Degree preferred.
• Knowledge of collection procedures and related laws and regulations and policies.
• Familiar with default and enforcement clauses.
• Basic understanding of the U.S. Bankruptcy Code and workout program.
• Previous collection experience with full-service financial institution.
• Excellent communication, telephone, and public relations skills.
• Ability to work well independently
• Ability to work well in stressful situations.
• Ability to operate related computer applications and other business equipment including calculator, typewriter, copy machine, printer, credit bureau terminal, telephone, fax.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

• Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
• Verbal communication where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Able to hear average or normal conversations and receive ordinary information.
• Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
• Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

University Credit Union is an Equal Opportunity Employer.